email-external when pressing Pending button: not working

[DarknessBBB]

Hello there!
I would like to inform my customers when I change the ticket's state to "pending". Well, when I press the button "pending" I see that only note-internal is selectable. I've modified the sysconfig so that now the agent can choose from note-internal, note-external, note-report and email-external, and the default type is email-externatl (Ticket -> Frontend::Agent::Ticket::ViewPending)

But when I send the message the customer can only see it in the web page, but no email is sent.

Where am I wrong?

THank you very very much

[crythias]

Start with a reply.

[DarknessBBB]

Thanks for answering. If I just reply I cannot use these function:

Ticket::Frontend::AgentTicketPending###InformAgent

Shows a list of all the possible agents (all agents with note permissions on the queue/ticket) to determine who should be informed about this note, in the ticket pending screen of a zoomed ticket in the agent interface.

and I cannot see only pending states:

Ticket::Frontend::AgentTicketPending###StateType
pending reminder
pending auto
Defines the next state of a ticket after adding a note, in the ticket pending screen of a zoomed ticket in the agent interface.

[jojo]

note-external will not send out mails to customer. To write customers you need to use the reply functionality (which is not intented to inform agents)

[DarknessBBB]

I don't want to use note-external, nor I want to use the "reply" function. I just want to use email-external in the AgentTicketPending view. Is it possible? It is a simple question

[crythias]

No.

[DarknessBBB]

oook, thank you